WARRANTY
METRONOR WARRANTY & SUPPORT PROGRAM
Metronor has been supplying advanced portable CMM solutions to leading manufacturers within aerospace,
automotive and other industries around the world for almost two decades. Our
support organization is dedicated to serving demanding customers and
providing them with competent and timely support services. Metronor support offers a professional range of support services to suit large as well as smaller customers. All Metronor products come with a 12 months Standard Warranty, which can be topped up with a Premium Warranty module for even better coverage. After
expiration of the 12 months warranty period, the user can select between 2 levels of support, Software Support or Premium Warranty.
Customers without warranty or support agreements will have access to the services provided by the Metronor support organization, but will be charged according to time and material defined by the support services pricelist.
The Metronor Support Organization can be reached through the following contact points: Corporate Headquarters
Metronor AS, Oslo Norway: E-mail: [email protected] Phone: +47 99 48 38 00
Europe Office
Metronor GmbH, Riegelsberg Germany E-mail: [email protected]
Phone: +49 6806 994 0640 US Office
Metronor Inc, Rockford IL USA E-mail: [email protected] Phone: +1 815 381 0920 Asia Office
Metronor AS Beijing Representative Office, Beijing China E-mail: [email protected]
1. STANDARD WARRANTY
All Metronor products come with a 12 months Standard Warranty. The user will benefit from:
a
Free replacement of all defective parts and remedy to all defects arising from faulty construction, material or manufacturea
Free use of Metronor Helpdesk services 2. PREMIUM WARRANTYPremium Warranty must be purchased before expiry of Standard Warranty and can be renewed 4 times up to a maximum of 5 years coverage1).
In addition to the coverage of Standard Warranty, the user will benefit from:
a
Free system SW upgradea
Free Metronor PowerINSPECT upgradea
Free repair or service of defect parts (defects caused by normal usage)a
Free access to loaner parts in case of repairs or servicesa
Free replacement of system PC after 3 years of continuing Premium Warranty.a
Guaranteed response time for phone/E-mail, loaner parts and for on-site visit 3. SOFTWARE SUPPORTAfter expiry of the Standard Warranty period, the user may purchase the Software Support module. This gives the user the benefit of:
a
Free use of Metronor Helpdesk servicesa
Free system SW upgradea
Free Metronor PowerINSPECT upgrade1) Premium Warranty must initially be purchased before expiry of Standard Warranty. This module cannot be discontinued and then reactivated at a later stage.
RECOMMENDED SUPPORT SERVICES
CONTENT OF THE MODULES
PREMIUM WARRANTYSTANDARD WARRANTY
PREMIUM WARRANTY PREMIUM WARRANTY
SOFTWARE SUPPORT SOFTWARE SUPPORT
PAY-AS-YOU-GO PAY-AS-YOU-GO 3rd year
2nd year
1st year
WARRANTY & SUPPORT PRODUCTS
Response time on-site visit
Response time phone/E-mail
PC replacement
Loaner parts
PowerINSPECT upgrade
System SW upgrade
HW/SW repairs
Helpdesk
TERMS AND CONDITIONS
PricesPrices of Warranty and Support services are according to the Pricelist valid from time to time.
Metronor Helpdesk services
The Metronor Helpdesk services are offered via phone, E-mail and/or Internet based tools. Helpdesk services are offered within standard business hours, Monday – Friday,
08.00 – 16.00. The Metronor Helpdesk will handle enquires related to troubleshooting and assistance of Metronor hardware and software, in addition to application related advice. For customers without support agreements, the services will be charged on an hourly basis with 1-hour minimum charge.
Loaner parts
Loaner parts may be required when customer’s parts are being serviced, repaired or replaced. Loaner parts are available for customers covered by Premium Warranty only. Transportation cost from Metronor to the customer is covered as part of the Premium Warranty, while the customer covers any import taxes or duties. The customer covers return shipment of loaner parts to Metronor. Loaner parts must be shipped back to Metronor within 3 business days upon receipt of serviced, repaired or replaced parts. Loaner parts will be shipped within the guaranteed response time.
Response times
Customers covered by Premium Warranty have guaranteed response times. The response times are as follows:
APPENDIX 1
Phone/E-mail/Help desk
1 business day
Loaner
parts 3
business
days
On-site
visit 3
business
days
Software releases
Updated Metronor System software as well as Metronor PowerINSPECT software will be made available within 30 days after official release.
Serviceable parts
The Premium Warranty module covers cost of service, repair or replacement of the following parts:
a
Cameraa
Light pen, including chuck systema
Reference Bar (DUO only)a
System PC, including power supply and Firewire carda
I/O boxa
RadioLink24 (excluding battery)a
Stability Bara
LED boxa
LEDsThe following parts are considered consumables and any service, repair or replacement cost is not covered by Premium Warranty, except for defects arising from faulty
construction, material or manufacture:
a
Cablesa
Pan/tilt heada
Camera standa
Light pen probesa
System transportation casea
RadioLink24 batteryAPPENDIX 1
On-site visit
Any debugging and troubleshooting will initially be done via phone, E-mail or Internet based tools. If the problem cannot be solved within the guaranteed response time, the on-site-visit obligation will come into effect.
The on-site visit included in the Premium Warranty module is restricted to debugging and troubleshooting necessary to bring a system back to operational state. Application
consultancy and other services will be charged according to the pricelist. The customer will cover direct cost such as travel, hotel and per diem in conjunction with on-site visits. Travel for on-site visit will be initiated within the guaranteed response time.
METRONOR AS
Metronor is a high technology company headquartered just outside Oslo, Norway, with subsidiaries in Seattle and
Beijing, supporting partners and customers on a global basis. Based on in-house innovation and research,
Metronor has since 1989 developed a range of
electro-optical portable coordinate measuring systems that have become very popular among leading
manufacturers worldwide.
In the recent years the company has expanded its product range from not only industrial metrology systems, but also offering products and solutions for
boresighting applications in the military business area. More-over, as a joint initiative with the Boeing Company, Metronor provides state-of-the-art Dimensional Management
Solutions for complex assembly programs.
The company has developed its core photogrammetric technology into a variety of product versions addressing the moderate to highest degree of accuracy requirements. A vast number of applications in various industries can be accurately and efficiently documented, providing the customer with excellent ROI from his investment.
Principal products include Portable CMMs, Boresight systems and AIMS Dimensional Management product suite.
Metronor’s management system is certified to ISO9001:2008 and complies with ISO14001:2004.
ABOUT US
Asia office:
Metronor AS Beijing,
Representative Office
E06 Hengchuan Town House 168 Xi Ba He, Changyang District Beijing, China, 100028
Phone: +86 10 6447 3936 Fax: +86 10 6447 3908
US office:
Metronor Inc
1109 First Avenue, Suite 210 Seattle, WA 98101 United States Phone: +1 206 344 3800 Fax: +1 206 201 5063 Europe office: Metronor GmbH Rathausstrasse 5 66292 Riegelsberg Germany Phone: +49 6806 994 0640 Corporate HQ (Norway): Metronor AS Fekjan 13 P.O. Box 238 N-1394 Nesbru Norway Phone: +47 66 98 38 00 Fax: +47 66 98 38 01 Email: [email protected]
